At Samui Hong Kong Tailor, we are committed to your complete satisfaction. We take pride in our craftsmanship and the quality of our products. However, we understand that there may be instances where a return or refund is necessary. Please review our policy below:
Custom-Made and Bespoke Items:
Due to the personalized nature of our custom-tailored garments, we generally do not offer returns or refunds on these items. However, we are committed to ensuring your satisfaction:
- Alterations: If your custom-made garment doesn’t fit as expected, we offer free alterations within 30 days of receipt.
- Remake Policy: In the rare event that alterations cannot resolve fitting issues, we may offer to remake the garment at our discretion.
- Fabric or Construction Defects: If there’s a proven defect in the fabric or construction, we will repair, replace, or refund the item within 90 days of purchase.
Ready-to-Wear Items:
For non-custom items from our ready-to-wear collection:
- Returns: Unworn, unaltered items in original condition can be returned within 14 days of purchase for a full refund or exchange.
- Refunds: Once we receive and inspect the returned item, we will process your refund to the original payment method within 5-7 business days.
- Exchanges: You may exchange items for a different size or color within 14 days, subject to availability.
Conditions for Returns:
- Items must be unworn, unwashed, and unaltered.
- Original tags must be attached.
- You must present the original receipt or proof of purchase.
- Items must be in their original packaging, if applicable.
Non-Returnable Items:
- Custom-made accessories (ties, pocket squares, etc.)
- Sale or clearance items (unless defective)
- Gift cards
Shipping Costs:
- For returns due to our error (e.g., wrong item sent), we will cover the return shipping costs.
- For all other returns, the customer is responsible for return shipping costs.
How to Initiate a Return or Exchange:
- Contact our customer service team at [email/phone number] within the eligible return period.
- Explain the reason for your return or exchange request.
- Our team will guide you through the process and provide a return authorization if applicable.
Quality Guarantee:
We stand behind the quality of our products. If you experience any issues with the craftsmanship of your garment within 90 days of purchase, please contact us, and we will work to resolve the issue to your satisfaction.
Special Circumstances:
We understand that unique situations may arise. If you have a special circumstance not covered by this policy, please contact us, and we will do our best to assist you.
We reserve the right to refuse returns or exchanges that do not comply with this policy. This policy may be updated from time to time, and the version in effect at the time of your purchase will apply.
If you have any questions about our Return & Refund Policy, please don’t hesitate to contact us at samuihongkongtailor@gmail.com